How long does it take your nurses to respond when a patient pushes the nurse call light? Two minutes? Four minutes? Longer?

If you don’t know the answer, you should, because it influences everything from health outcomes to patient satisfaction to financial results.

Patients use the nurse call light for various reasons, but as you can see in this bar chart from the American Journal of Nursing (AJN), the top three calls are for bathroom assistance, IV problems or alarms, and accidental calls that often involve pushing the call button while turning over in bed or trying to turn the TV channel. While none of these involve life-threatening scenarios, your nurses’ response to them has a major impact.

Consider a call for bathroom assistance. If a nurse doesn’t get to the patient’s room within a couple of minutes, will the patient wait or try to get up from bed on their own? If they get out of bed, in an unfamiliar place and perhaps while taking pain medication, the danger of a fall is significant.  

At one hospital, I heard about a patient breaking her hip in a fall while trying to get to the bathroom. In addition to the suffering of the patient and her negative impression of the care she received, the hospital took a financial loss from the cost of the patient’s resulting surgery and the increased length of her stay.



The AJN study found that each patient averages 4.59 nurse calls per day. It’s simple arithmetic to multiply your number of patients by the number of calls per day to arrive at the potential for such negative consequences.

So what are you doing to make sure your nurses respond to calls in a timely manner? In a typical scenario, when a patient pushes the nurse call light, an alert goes to the unit coordinator, who responds by asking the patient what they need, then tracks down that patient’s nurse to relay the information. Depending on the communication system, that could mean using an overhead paging system, making a phone call that may or may not be answered, or using a one-way communication device. The nurse then needs to respond to the unit coordinator to find out which patient is calling and what their needs are. If the nurse is busy, the unit coordinator needs to locate another nurse or nurse technician using the same process.

With Voalte One, when a patient pushes the nurse call light, an alert goes directly to the nurse, who can proceed to the patient’s room or send a text to a technician asking him or her to go to the room to assist the patient. 

When a nurse responds to a call promptly, the patient not only receives the best possible care but also feels well cared-for.  When delays can have such a high price, a couple minutes makes a difference.


_{Source: Effects of Nursing Rounds on Patients’ Call Light Use, Satisfaction, and Safety, AJN, September 2006, Vol. 106, No. 9. By Christine M. Meade, Ph.D., Amy L. Bursell, Ph.D., Lyn Ketelsen, MBA, R.N.}

It seems like almost every day a new vendor announces a HIPAA-compliant text application. Here at Voalte, we consider it our business to know who’s entering the market, and we’re impressed by the steady stream of new vendors. But does the development of an effective clinical communication solution require more than writing an app, labeling it “HIPAA-compliant” and posting it to the App Store?

The short answer is yes. To be a complete clinical solution provider, you need to offer more than text, and you need to venture outside of the App Store and the Google Apps Marketplace. To offer a complete solution, you need the staff, expertise and technology to support on-site integrations with key hospital systems like PBXs, Wi-Fi networks and alarm systems. And after you’ve integrated the systems, you’ll need to be on-site to add real value by consulting on new workflows, training users and supporting the staff when the solution goes live. Finally, you have to keep those hundreds of smartphones you just deployed running smoothly with a continued on-site presence.  

For many industry newcomers, these requirements are expensive, messy and don’t fit into a Facebook-style business model.

In the quest to implement “voice, alarms and text” in hospitals large and small, Voalte has managed successful integrations to:

- Middleware products from four vendors
- PBXs from six manufacturers
- Nurse call systems from four manufacturers
- Wi-Fi networks from three vendors

The result is in an easy-to-use communication solution that reduces noise, improves clinician satisfaction, and allows healthcare providers to focus on what originally led them to their calling.

Things will get even more exciting with our next app, which lets people run Voalte on their personal devices and connect to other Voalte users anywhere, any time. But more on that in my next blog. 

As I travel from hospital to hospital as a User Experience Manager for Voalte, caregivers I train frequently ask me, how Voalte will be useful in their particular unit?  Depending on the type of communication device the caregivers have previously been using or the lack thereof, many caregivers just cannot visualize how Voalte could benefit their unit. 

I often respond with a question… "With whom do you communicate on a regular basis?"  The responses from the caregivers vary depending on their unit workflow from Pharmacy to Respiratory to Physicians, Care Techs, etc.  Then I ask, "How have you been communicating with them?"  Their responses are amazing!  Some have been using pagers, which have been obsolete for individuals outside the hospital setting for quite some time.  Others say they have phones that they can use to call the intended party on.  The trouble with this is that both parties must stop what they are doing to speak to one another by phone.  In this scenario, both caregivers must be available at the same moment and caregivers don’t consistently have the same phone number, resulting in the caregiver dialing 4 or 5 extensions before they find someone to answer.  Lastly, many caregivers respond to my question by saying, "We just yell down the hall or go find the person."

When I explain how the Voalte One solution will allow them to text and call other caregivers by tapping on the desired individuals name or unit, they are thrilled!  Being able to text caregivers and other units throughout the hospital excites them, realizing how this form of communication will help them to better manage their requests from other individuals more effectively.  They are relieved when they learn that they will now be able to see which caregivers are at work on a particular shift, thus eliminating the dialing of multiple extensions to find someone to answer their call. 

I am excited to report that it does not take much convincing for Voalte’s caregivers to agree that we have transformed how they do business!

During the past few months, it has been my pleasure to join in on various alarm workflow discussions and brainstorm sessions at hospitals. There are a number of systems that can be integrated to iPhones to improve clinical efficiency and patient care: nurse call, physiological monitoring, critical lab results, smartpumps, and smartbeds – are just a start.

These exchanges resulted in the following alarm management observations that are worth sharing:

1. There is no “easy” alarm integration. I have heard hospital executives say in the past, “We’ll just go with an easy alarm integration, like nurse call.” Unfortunately, there is no simple alarm integration. Even routine patient call bell notifications need thorough planning. For example, does the call bell alarm go to a PCA or the RN? Should there be a unit secretary triaging alarms at the central station? Is there a difference between day shift and night shift? What is the escalation path of these alarms? All of these questions need to be answered before an “easy” alarm integration can be done properly.

2. Start simple, and then expand based on end-user feedback. It can be tempting to integrate multiple systems at the start of a project. It is our recommendation to start small, and then grow based off of end-user feedback. This feedback allows you to determine which alarms add value to their day-to-day activity. Alarm fatigue can be mitigated by implementing a “crawl, walk, run” strategy compared to a “big-bang” alarm management approach.

3. Having the right partners makes all the difference. Most hospitals do not have the knowledgeable resources or the time to implement an alarm management strategy. Having the right partners that can give advice from past installations is critical to the success of the project. Any vendor can tie together the technology and backend systems, but a true partner delves beyond the backend “plumbing” to make sure the technology is performing in order to truly assist our clinicians, not just bombarding them with alarms.

Is your organization looking to improve clinical efficiency through an alarm management strategy? When you are ready to give your clinicians the right tool to improve clinical communications, give Voalte a call!

As a young rep starting off in technology and healthcare, I was thrown into a whole new world that I never expected. Immediately, I was given an overwhelming amount of knowledge, talking to some of the best individuals in healthcare. Eight months later and I love every minute of it. I get to develop relationships with the people that make a difference everyday…. Nurses!!!

Tradeshows are nothing new. Almost every b2b company attends a conference of some sort. For me however, the ANCC National Magnet Conference that took place in Los Angeles, California this past month was my very first tradeshow.

The 2012 ANCC National Magnet Conference is where clinicians go to celebrate nursing, let their hair down, and have a good time!! This is the nursing conference to top all nursing conferences. Hospital organizations send their nurses to ANCC to celebrate being designated (or re-designated) as a Magnet Hospital, the highest clinical honor to be had.

What made ANCC so special was that it was a conference dedicated solely to nurses. As a vendor, we were there to show our Voalte solution but we were also there to celebrate clinical excellence. This conference was all about showing nurses a different way to manage the craziness of their daily work lives through our solution, putting a smile on their faces, and making relationships with those that matter most.

The amount of sweat and stress that goes into making this conference happen becomes worth it when you get the chance to speak face-to-face with the nurses. These nurses come from all different backgrounds and environments; each one having a different perspective, but all having the same caring heart that makes them so special. Seeing the a-ha moment after demoing our solution was just icing on the cake.

The take away… The solutions you sell are one thing, but the people you meet and the relationships you make are what really count. ANCC opened my eyes as to why we work hard at doing what we do. It’s a shout out to nurses because they are the ones that matter most!

You may have heard about cloud computing, but what is it and where did it come from? If you’re a Voalte user, you are already using the cloud. Congratulations, you’re on the cutting edge of technology! 

Cloud computing got its name from engineers' practice of drawing networks as clouds on whiteboards. Drawing a cloud is easier than drawing a bunch boxes and lines for the connections between the client and server. Over time it also became an easier way to talk about server computers too.

The term is used to describe various ways of sending data across a network from one computer (like your iPhone) to another (like the Voalte server). The server then processes your data for you. In this case, it’s the Voalte cloud! Think of it as an assistant doing your bidding. Or think about it like an iceberg. The software running on the iPhone or on the desktop is the tip, but underneath there’s big chunk of software in the network doing its job. That software is running on the server computer.

When you send a message on your Voalte phone, despite what you might think, you’re not sending it directly to your co-worker. Your message goes through the hospital’s WiFi network to a computer called a server. This is a computer in an equipment rack somewhere in your hospital’s IT department. The software on that computer then looks at your text, figures out if your co-worker is logged in and can be reached on WiFi, then relays that text. Otherwise it waits until it can reach your co-worker and sends that message later.

As a Voalte engineer, my co-workers and I create features by writing code on the server, on the iPhone, and on the desktop clients. That software has to communicate across the network. We also define the network protocol that our software uses to talk across that network.

When we find problems, we have to figure out if the problem is on the iPhone, desktop, or the server. Or, maybe there’s a network communication problem in the middle? We don’t like WiFi problems any more than you do!

Writing networked software can be challenging, but it’s also rewarding. I enjoy writing our Voalte software and seeing it used for an important purpose: taking care of patients.

My first Voalte encounter was earlier this summer in the Logistics Department, helping provision and prepare phones for shipping. Coming from an artistic background, I have as much technology experience as Wilma Flintstone. I asked my dear friend and Manager of all things, Linda Campbell, a lot of questions and, as with all new experiences, I listened, watched, and absorbed. I was fascinated with the concept of Voalte and enjoyed the opportunity to work in an environment that was so new to me. When I watched Linda pack the phones with pink paper, lime green Pez dispensers, pink squishy balls, and then seal it with custom printed Voalte tape, I knew that this company cared about the personal touch. This intrigued me, especially in an industry that typically feels cold and intimidating.

A few weeks later I found myself being interviewed for a part time directory editing position. I was quickly set up with the BFFs and began my summer job. As I got to know everyone and became more familiar with each of the departments, I learned that it wasn’t just a personal touch that makes Voalte so special. There was a more important common thread amongst Voalte employees, a thread that continues to link everyone together with the goal of having customers not like, but LOVE Voalte.

The common thread was an approach from the heart. Everyone at Voalte is passionate about what they do and despite long, brain-straining hours, frustrating stumbling blocks, and often tedious work, each person brings heart to their tasks. This was an inspiring platform to approach the monotonous job of directory editing. Being listed correctly in the directory is the customer’s first taste of being a Voalte user and it acts as a stepping-stone to user satisfaction. Seeing their name properly spelled in the directory, their correct title and unit, and their picture uploaded (although I did give a petite brunette a picture of a tall red-headed man as her photo ID once) gives them their first layer of comfort. If the password is set correctly and all other systems are good, you have a happy customer. 

So I decided to go along with my theory about the big heart of Voalte. I care about directory editing just as the engineers care about the inner structure of Voalte, the BDRs put passion into their sales, the BFFs help the users feel confident, and Linda puts smiles on customers faces by surprising them with Pez dispensers and bobble heads.  Everyone at Voalte puts heart into whatever division they are in.

As Voalte continues to thrive and expand, we can laugh together, be serious and focused together, stumble, get back up, argue, make up, establish efficiency together, feel accomplished together, and most importantly, we can extend this heart-felt experience to our customers. If we do this, the result will always be that customers not like, but LOVE us!

I eat, sleep, and breathe customer service, and lately I’ve been thinking a lot about how difficult great service is to find anymore.  The wheels started turning while I was reading a Peteac Communications book that examined their personalized customer service model.  Then Voalte participated in a few Fall trade shows and, lo and behold, the theme for one was “Because it’s Personal.”  It seems ironic that everywhere I turn, people are talking about stellar, “above-and-beyond” customer service, yet it’s tough to find companies actually doing anything about it.  But not impossible… 

I was at the grocery store the other day and as I made my way through the checkout, the cashier pleasantly inquired whether I had found everything I needed.  We both chuckled at my usual response: “Yes, as well as several things that I don’t need!”  As she scanned my items, she noticed a bag of lettuce was open.  Before I could blink or ask, the gentleman bagging my groceries was off and running to fetch me an unopened one.  Now, if that’s not stellar customer service, going the extra mile, and making it “personal,” I don’t know what is.

So, how do we at Voalte make personal connections with all of our customers?  We start by providing them with their very own Voalte Care Specialist (VCS).   Each Voalte-integrated hospital has a VCS (our larger sites have two!), who not only knows and practices our Voalte values, but is also a member of the hospital’s local community and is familiar with regional nuances.  Each VCS familiarizes him/herself with the hospital’s unique policies and procedures surrounding Voalte, and gets to know staff on the units.  They make weekly site visits to orientate new Voalters, touch base with veterans, troubleshoot, and above all – listen.   The VCS takes seriously Voalte’s recognition that our users were fundamental in building the app, and are just as critical now as we continue to update and improve it.   VCSs strive to know their hospitals well enough to anticipate (and head off) problems and issues, but they also listen - to users’ suggestions, compliments, comments, and frustrations.  Then they report back to Sarasota.  VCSs play a key role in helping to make a user’s idea become a reality inside the Voalte One solution.

Regardless of the style a company chooses to provide it, excellent customer service, executed well, breeds loyalty.  Period.  Consumers want their experiences to be effortless, and provided flawlessly.  When a company exceeds expectations, not only will they keep coming back, they’ll insist that their friends and colleagues do as well.  Voalte works hard every day to earn new “raving fans.”  Coming up with the VCS program to go the extra mile for our users is just one example of how we stay in tune with their needs.

In other words, we genuinely love running to get the fresh bag of lettuce before y’all ask.  :)   

On Tuesday, October 23, 2012, at 10:00AM PST, Apple released the iPad Mini.

On Tuesday, October 23, 2012, at approximately 10:05AM PST, physicians, nurses, and other caregivers began asking IT when the iPad Mini would be supported by the organization.

Below are three things to consider regarding the iPad Mini’s immediate impact on healthcare:

1. Ease of use. The iPad Mini has the same intuitive user interface and application standards that the iPad and iPhone feature. Users will have no problem picking up the device and using it with little-to-no training. Standardized products and ubiquitous experiences have their advantages.

2. No form factor. The iPad Mini is a dream device for physicians and nurses who are looking for a lightweight, mobile platform that can fit in their lab coat pocket. It’s big enough to enable both reading and writing information in an EHR, yet small enough to easily carry around throughout a shift. When it comes to the deployment of the iPad Mini, the real question will be, how quickly EHR vendors can optimize their applications for the iPad Mini’s new form factor? Epic’s Cantu and Cerner’s PowerChartTouch were both designed for a regular sized iPad. Not all features and functions that have been built into their iPad app will be suitable for a smaller screen size, so expect customization to occur.

3. Enterprise readiness. Right out of the gate, the iPad Mini runs Apple’s iOS, which is accepted by almost all IT organizations in one fashion or another. With the plethora of mobile device management solutions (such as Voalte Connect, powered by Airwatch), the iPad Mini will have no problem receiving the go-ahead from IT in terms of enterprise readiness. (This, of course, is a 180-degree change from the launch of the iPhone in 2008!)

Wondering how the iPad Mini will play into your organization’s mobility strategy? Feel free to give us a call here at Voalte and we will be happy to help guide the way.

As a young, fast growing company, trade shows can provide a wealth of knowledge, and lead to an overwhelming amount of success. Two weeks ago, Voalte had the chance to participate in the Cerner Health Conference out in Kansas City, Missouri. We had a booth setup, ready to demonstrate our Voalte One Nursing Communication Solution where we were able to speak face-to-face with current customers in addition to potential customers. Our booth screamed pink and green and our “pink pants crew” triggered lots of attention across the show floor driving more traffic towards our location.   

What made CHC different from other shows I had attended in the past is that it was a user conference. In other words, only Cerner customers were able to attend. In addition, Voalte and Cerner were able to join forces to enhance communication at the point-of-care, by integrating with Cerner on a few different levels at the conference. We showed Voalte One integration at the CareAware Connect station as well as the Alert Link Alarm Management Station. Cerner showcased these products and others in their Solutions Gallery. This Solutions Gallery was an amazing resource of EMR knowledge. We were able to learn as much as possible about their EMR and Middleware platforms, iBus and Alert Link, as well as new up-and-coming Cerner products!   

Looking back, I can’t help but think of CHC’s tagline, “Because it’s personal”. At the end of the conference, I was able to meet face-to-face with hundreds of potential customers, some of which I had been speaking with for seven months or more. Which goes to show you, building relationships before hand is key, but being able to interact face-to-face can make all the difference. And when you stop and think about it, the same is true in healthcare.

Healthcare is personal, shouldn’t clinical communication be personal too?